We are looking for a skilled and proactive Real-Time Analyst (RTA) to join our Workforce Management team in Riyadh, Saudi Arabia. In this role, you will be responsible for monitoring real-time performance across all service channels (Phone, Chat, and Email) and ensuring optimal schedule adherence to meet service level agreements (SLAs). Your insights and quick decision-making will play a vital role in maintaining smooth daily operations and delivering excellent customer experience. This role will follow a hybrid work schedule based out of our offices in Riyadh.
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Your Responsibilities
- Monitor real-time performance and queue health across all channels (voice, chat, and email).
- Identify and escalate service level risks and any deviations from forecast in a timely manner.
- Perform intraday adjustments (e.g., breaks, skilling, rescheduling) to optimize resource usage.
- Communicate effectively with team leaders and operations regarding any updates, alerts, or risks.
- Generate and share hourly, intraday, and daily performance reports with key stakeholders.
- Track and report on schedule adherence, attendance, shrinkage, and related KPIs.
- Support incident and outage management, ensuring appropriate routing and resource allocation.
- Utilize WFM tools and platforms (e.g., Calabrio, NICE, Verint, or similar) to execute real-time actions.
- Collaborate closely with WFM Planners and Operations to ensure alignment on intraday execution.
- Provide recommendations for continuous process improvement in real-time management.
Your Expertise
- Minimum 1 year of experience in a Real-Time Analyst or similar WFM position.
- Strong knowledge of call center metrics: AHT, ASA, SL, Occupancy, Adherence, etc.
- Excellent analytical, communication, and multitasking skills.
- Proficient in Excel / Google Sheets; experience with reporting or BI tools is a plus.
- Ability to work under pressure and make fast, data-driven decisions in dynamic environments.
Preferred Skills
- Experience managing real-time operations in an omnichannel support environment.
- Familiarity with international teams and multiple time zones.
- Ability to drive performance improvements and deliver results in a high-pressure setting.
- Strong stakeholder management and collaboration skills.
